ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN SHOPEE

Sriwahyuni, Tutik (2021) ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN SHOPEE. EDUTAMA, - (-). -. ISSN 2548-281X (Unpublished)

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Abstract

Abstract: The development of increasingly sophisticated technology has brought changes to indonesian society, namely with the internet which allows one to communicate with other parties without being limited by time and distance. This is followed by the provision of various services that help help the community. Shopee provides the best service to consumers with various attractive offers.This study aims to analyze consumer satisfaction with the service quality of the shopee marketplace. This study uses a descriptive qualitative approach with data sources using purposive sampling consisting of 22 students of Economics education at IKIP PGRI Bojonegoro who are satisfied with the quality of shopee marketplace services. Data collection techniques in this research are Questionnaires, Interviews, and Documentation.The results of this study are consumer satisfaction is an important thing that is used to attract consumers in the present, consumer satisfaction with shopee service qualityat a high level of consumer interest, consumers are satisfied with services provided by shopee based on 5 dimensions of quality service on Reliability (reliability), Tangible (Direct Evidence), Responsiveness (responsiveness), Assurance (assurance), Empathy (Privacy). Keyword: Customer Satisfaction, Service Quality, Shopee

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